Cisco Customer Success Manager
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Total Questions : 149
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A customer is concerned that a lot of data is presented during quarterly business reviews, but not many insights. Which action resolves this issue?
As a Customer Success Manager, what is the most important metric to uncover during onboarding?
The customer wants to reduce their exposure to security events. Which business outcome is critical to the company’s success?
The customer has a new leadership team that expresses concern over the lack of adoption of a purchased solution. Which two activities must the Customer Success Manager initiate to mitigate this risk? (Choose two.)
From a Customer Success perspective, why should the customer’s health be monitored?
A customer's call center unexpectedly moved from in-person to remote operations and discovered that agents could no longer record their calls. The customer escalates this problem to their Customer Success Manager and requests a resolution. The Customer Success Manager recognizes that the customer is using collaboration products with outdated software. What is the first step of the mitigation plan?
A customer does not feel they have received value from a software solution, and the 3-year contract is expiring in 60 days. The customer is hesitant to continue spending money and is considering other alternatives. Which stakeholder is responsible for ensuring that the customer realizes value from solutions coming up for renewal?
A customer’s renewal is due in the next 6 months. Analytical data has been provided to the Customer Success Manager that shows customer usage
over the last 12 months. Which two additional pieces of information are important prior to a meeting with the customer to discuss their adoption journey prior to the renewal? (Choose two.)
What is the term for the gap between the features and functions that customers purchase and the features and functions that they use?
Which stakeholder works directly with the customer executives to ensure that their business outcomes are aligned with and achieved using purchased solutions?
What is the first step a Customer Success Manager should take to identify why the solution was purchased?
Which statement describes the difference between customer success and customer sales?
Which analysis model is used to better understand the customer business environment?
What should be the primary source of information about a customer’s current adoption barriers?
Which tool is used by Customer Success Manager to establish cross-functional alignment, ensure efficient execution and communication across a project team, and facilitate stakeholder management?
Refer to the exhibit.
Which action must be taken by Customer Success Manager ?
An external customer case study is being created. Drag and drop the contents which show value from the left onto the right.Not all content choices are used.
Which activity should happen after successful customer value realization?
From a Customer Success perspective, which reason to monitor your customer’s health is the most important?
A customer wants to deploy new technology. The Customer Success Manager is concerned the customer is not ready to adopt the solution. Which steps with the Project and Operations teams ensure a successful adoption?
What are two expected outcomes of the customer onboard stage? (Choose two.)
On which two objectives should communication with customer executives focus? (Choose two.)
You notice a decline over time in your customer’s usage of your product. Which action do you consider?
During the delivery of a security solution, adoption barriers were identified. Those barriers were addressed, and the customer's business goals are now fulfilled. The customer is pleased with their solution and shares this experience in blogs and social media. In which stage is the customer?
During the past few months, the Customer Success Manager has been working on adoption sessions with all Network Security Staff from Company
AB
C.
They had significant progress in how administrators are using the solution, implementing best practices, and reducing by half the time they spend performing a repetitive task. However, in a recent conversation, upper management questioned the renewal of the solution subscription. Which barrier must the CSM overcome?Which action should betaken when new company leadership is forcing a competitor’s solution?
How can Customer Success Plan tracking drive additional license purchases?
The Chief Information Officer (CIO) of a bank and their vendor have a significant disagreement over the value of the work that was delivered the past two years under the existing managed-services contract. The contract renewal process was delayed for over three months, with considerable risk to both parties. Which best practice will help prevent this type of disagreement?
TESTED 12 May 2024
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